“We like the North”

While the Toronto Raptors basketball team has adopted the unofficial slogan “We the North,” it’s highly unlikely that any of the players (or perhaps even fans) have been to the far north regions of the country. Like, say, Fort Vermilion, Alberta (58.3°N latitude; average winter temperature -15° C). Or perhaps the hamlet of La Crete, Alberta, which requires crossing an ice bridge to access it in winter.

The vast expanse of northern Alberta known as the Peace Region is, however, home to Laurin Adjusters Ltd. and its resolute team of professional loss adjusters. The company has two offices – in Grand Prairie, Alta and Peace River, Alta. It serves a daunting and vast stretch of northern Alberta and British Columbia, with the firm licensed to provide adjusting services in both provinces.

“What a lot of people don’t understand is we have to jump in our vehicles and drive for six or seven hours before we even get to the job,” says Marlene Lefebvre, the owner and senior adjuster of Laurin Adjusters. “The maps don’t show the kinds of interesting and sometimes dangerous roads we travel on, including rough terrain, wildlife and winter conditions.”

Lefebvre adds that other issues often present themselves in different local markets, including availability of contractors, supply of parts/material and occasionally spotty Internet connectivity. But she says her team, which includes five adjusters and three support staff, wouldn’t have it any other way. “It is a very interesting and challenging environment to work in,” Lefebvre observes. “We like the north.”

An industry veteran who first started with a major insurance company in 1985, Lefebvre has a unique perspective on the property and casualty insurance industry. She worked on the company claims side for ten years, before a brief stint at a brokerage. Then she moved to the independent adjusting arena, working for two large national companies until in 2013 she bought Laurin Adjusters Ltd. – a firm that has been in business since 1972.

“I have experience on both sides of the fence, ” she says. “I have been in the policy/ underwriting and claims aspect of the company side, so I can appreciate that. It has really helped me in the business approach of being an independent adjuster. I can understand what is going on at the company level when it comes to adjusting claims and policy interpretation; that can also help me with clients.”

This perspective is reflected in a strong affinity pursuit for Lefebvre – the significance of training and education. “I absolutely love training younger adjusters, particularly when they are really excited about the business,” she says. “I find it fulfilling and I am passionate about it. I think everyone in this industry can agree there is quite a gap between older, veteran adjusters and the new ones coming in. We have to take into consideration what is going to happen down the road – a lot of people will be retiring and taking that expertise with them. Who will take responsibility for the newer adjusters?”

Certainly, the national association of independent adjusters, the CIAA, and provincial chapters can take leadership positions in recruitment, training and professional designation standards, according to Lefebvre. “I think we can look to our associations for resources, standards and the ability to network and work together,” she says. “This is an important part of membership in a professional association.”

Lefebvre brings that passion about training to Laurin Adjusters, which offers a unique blend of adjuster backgrounds and credentials.

“We are an all-lines adjusting firm with a wealth of adjuster experience,” she notes. “We have adjusters who have been in the business for 20-30 years; we also have some younger blood. I think it is our expertise that really stands out.”

In addition to Lefebvre, veteran adjuster Jim Devito and Dave Vangroningnen work out of Grand Prairie, while Dan Millar heads up the Peace River office. Newer adjuster Tina Vangroningen is learning the ropes in Grand Prairie. Three support staff takes care of the administrative side of things for the small but nimble adjusting firm.

“A lot of companies are cookie cutter,” Lefebvre explains. “But we are more of a unique mom and pop shop; we do things differently. I have worked as a Branch Manager for a national adjusting firm for more than eight years and I think there are pros and cons. But one thing that definitely happens with larger companies is more staff turnover. When the focus is on volume, I also think that the younger adjusters don’t get the same level of training that once existed in this industry.”

A key aspect of that training is, or should be, exposure to multiple types of claims, according to Lefebvre. This multi-faceted approach to claims handling is part of the core philosophy of Laurin Adjusters. Whether the loss at hand is property (including large commercial and residential), bodily injury, liability, oilfield, heavy equipment, forestry/logging, errors & omissions, employee dishonesty, agriculture or marine, the firm has the capacity to handle virtually any type of claim.

“We offer that flexibility when needed. We may have an adjuster working on a property claim up in High Level, which is over a four-hour drive from Grand Prairie. But let’s say there’s a liability claim in the same area – we can offer that same service and experience,” she says.

That agile approach comes in particularly handy when the region of service is vast and potentially cumbersome.

“We go wherever our clients want us, but we are primarily a northern adjuster,” says Lefebvre. “We adjust claims as economically as possible for the client. We can ensure that our adjusters work out of the closest office to the client, whether that be Grand Prairie or Peace River. The bottom line is that we want to offer experience and high-quality service at a fair price.”

For Lefebvre, that philosophy has kept a smaller firm like Laurin Adjusters in business for more than 40 years (Binns & Associates, which Laurin Adjusters recently purchased, has been serving clients since 1976). This level of commitment also holds promise for the future.

“I hope that insurance companies are aware of the value of these kinds of services offered by local adjusters,” Lefebvre concludes. “Let’s face it: you have access to a well-rounded team of adjusters who can handle all lines of claims in a remote geographic area, whether that is property, auto or liability. I think there will continue to be strong place for quality adjusting firms with a distinct focus on local communities.”